PureCloud does it all (almost)
September 20, 2019

PureCloud does it all (almost)

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureCloud

Genesys Cloud is being used in our support department internally. We are also an authorized re-seller and are able to implement Genesys Cloud into our customers' environments (to meet various needs or requirements). The needs usually are ACD (or IVR), omnichannel, the ability to use bots, workforce management, open APIs or integrations, etc.

Pros

  • API and Integrations.
  • User Interface/All in one platform.
  • OmniChannel.

Cons

  • Reporting is lacking.
  • Ease of use: Positive.
  • Call routing: Positive.
Genesys Cloud is the Cadillac of Contact Centers, compared to the others.
Lots of follow up required.

Do you think Genesys Cloud CX delivers good value for the price?

Yes

Are you happy with Genesys Cloud CX's feature set?

Yes

Did Genesys Cloud CX live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Genesys Cloud CX go as expected?

I wasn't involved with the implementation phase

Would you buy Genesys Cloud CX again?

Yes

It's best suited for a contact center. It's not as well suited for PBX (telephony only) type environments.

Genesys Cloud CX Feature Ratings

8.0
Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
8
Interactive voice response
8
REST APIs
8
Call scripts
8
Call tracking
8
Multichannel integration
8
CRM software integration
8
8.0
Inbound call routing
8
Omnichannel inbound routing
8
Recording
8
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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